Online Access Free Service-Con-201 Practice Test

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?

• A.Require agents to check a box on the case when submitting a new suggested article.
• B.Measure and reward agents based on the number of new articles approved for publication.
• C.Measure and reward agents based on the number of new articles submitted for approval.

Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data.
Which best practice should a consultant recommend?

• A.Import the records and use Duplicate Management.
• B.Import the records and create a Flow to change the data type.
• C.Deduplicate the data before importing into Salesforce.

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

• A.The report must be used on a Dashboard.
• B.The report must have a standard Report Type.
• C.The report must contain a chart.

Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions.
Which use case could an out-of-the-box AI agent address with no changes to topics?

• A.Answering a question about insurance policy and enabling the customer to open a new support ticket if they have a new issue.
• B.Guiding a customer through the process of filing a warranty claim for a damaged shipping container and scheduling an on-site inspection.
• C.Enabling a customer to check real-time stock levels for a specific container model across multiple distribution centers.

Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?

• A.Quick text template
• B.Lightning Knowledge
• C.Custom case actions